Becoming Customer-Centric, for Davids and Goliaths (LIVESTREAM)

Please register by 10 pm Thu Mar 24. At 11 pm, we’ll email you a Zoom link to access the LIVESTREAM the next day.

While established companies aspire to be customer-obsessed at scale, start-ups are exploiting opportunities to deliver experiences, like Dollar Shave Club or PillPack, and creating billions in new value. Why were those success stories from start-ups and not from the established companies? And how can you spot and solve those opportunities, even in categories that look well-tilled?

Whether you’re a Goliath looking for “Goliath’s Revenge” or a David planning to disrupt a category, this TIGER Talk by strategist and innovation leader Gretchen Goffe will give you an actionable framework to use in your business at a personal and enterprise level. Gretchen will introduce the “4 Keys to Customer-Centricity” – how to embody empathy and deliver empathy at scale – to solve ‘little’ friction points and develop new ‘Big I’ revenue opportunities – with plenty of real-world examples.

Gretchen Goffe
Gretchen Goffe is CEO and Founder of the DTLiveLAB. which enables design thinkers to build their customer-centric skills through live practice. As DTLiveLab’s leader, Gretchen engages with executives and change agents to assist their organizations’ transformation to customer-centricity at scale. Through a combination of innovation and/or customer experience roadmaps and training plans, change happens in weeks, not months or years. Gretchen draws from 15 years’ experience in hundreds of design thinking sprints and teaching in a top B-school to create live learning experiences for the next generation. As the Executive Director of Innovation at The Ohio State University, she developed best practices in innovation and brought thought leadership to OSU’s corporate member base. Gretchen earned her Degree in Applied Economics and Business Management from the Cornell University Dyson School of Business. And in 2020, she completed the Stanford GSB flagship LEAD program in Corporate Innovation.